Contact Center Technical Solutions Expert
About This Role
Title: Contact Center Technical Solutions Expert
Main Responsibility:
1. Design Verification & Technical Review
- Collaborate with the vendor to review, verify, and provide formal review report for solution architecture components including:
- Genesys platform setup and multichannel enablement
- CRM integration and data flows
- AI/NLP platforms (Kore.ai, OpenAI) for chatbots, automation, and others
- Cloud deployment (AWS, Azure) and security zones
- Network architecture, disaster recovery, and high availability
- CX and user jpurncey , service catagleo, knwoldeg base ..etc
- Agents lapryo ssolutions ma ss=ystems, workforce amangeneg and so
2. Integration Readiness
o Ensure the Contact Center solution is designed for seamless integration with all relevant client and third-party systems.
o Work closely with vendors and internal teams to define and validate integration requirements, data flows, and interface specifications.
o Ensure integration designs support real-time data exchange, security protocols, and adherence to government interoperability standards.
o Support validation and testing of all integrations during system integration and UAT phases.
3. Compliance and Standards Alignment
o Ensure all designs comply with DESC Cybersecurity Framework, UAE data residency laws, GDPR, and the Dubai Digital architecture model.
o Validate non-functional requirements (scalability, performance, availability).
4. Technical Governance and Documentation
o Review and comment on technical design documents (HLD, LLD, APIs, data flows).
o Ensure traceability of business and technical requirements in all design outputs.
o Document architecture risks, assumptions, and required mitigation actions.
5. Collaboration and Reporting
o Serve as the client-side technical expert during all design-related vendor workshops.
o Escalate critical risks or non-compliance issues to the Program Manager.
o Provide structured feedback and contribute to overall project technical governance.
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